Customer Support Specialist III - Account Support Operations - Shared Services - Monterrey at Uber Freight (Monterrey Nl 64640, Mexico)

Uber Freight· Monterrey Nl 64640, Mexico·1d ago

Job description

Schedule: Fulltime

Job Type: On-site

Salary Type: Salary

Req #:2163

No immigration sponsorship or transfer available for this role.

About the Role

Individuals in this role are logistics experts and serve as the frontline for resolving customer and carrier issues, playing a critical role in maintaining service quality and customer satisfaction.We are looking for professionals who are proactive problem-solvers, comfortable working directly with both carriers and customers, and who demonstrate a strong “Call First” mentality. If you enjoy communicating with people, taking ownership of issues, and resolving challenges efficiently and effectively, we’d love to hear from you.

What the Candidate Will Do

Move Freight: Build, schedule, and update loads in our internal systems. Resolve escalations on live loads via Zendesk. Meet strict time and quality service level agreement metrics
Solve Problems: Quickly review available information, determine what additional information may be needed, and decide about how to resolve
Call First: Make calls to resolve escalations quickly
Exercise empathy and understanding: Understand customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders
Prioritize: Make decisions about which issues to resolve next based on level of urgency
Evolve: Adapt with and to a team that continuously changes
Share ideas and feedback: Offer solutions to improve customer experience with our systems and processes. Work with account managers to continually seek new solutions for their customers.
Collaborate: Goals are team-based. Help your teammates. Work collectively with all groups that work across the lifecycle of the load to ensure strong execution.

Basic Qualifications

Excellent verbal and written communication in English.
Previous experience in logistics, transportation, freight brokerage, or operational customer support, managing in-transit loads.
“Call First” mindset, with confidence and willingness to make outbound calls to resolve escalations efficiently.

About Uber Freight

Uber Freight helps companies move goods more reliably and efficiently. We bring together the technology, people, and transportation capacity they need, using real‑time data from millions of shipments to guide smarter decisions. That helps customers spot issues early, avoid costly surprises, and deliver on time. Uber Freight works with 1 in 3 Fortune 500 shippers across North America and manages over $17B in freight. Learn more at www.uberfreight.com.

Candidate Privacy Notice

EEOC

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Why work at Uber Freight

Culture & Values: Values include "Innovate with Purpose," "Stronger Together" (emphasizing diversity, equity, and belonging), and "Do the Right Thing." The company fosters collaboration where employees feel empowered to be authentic.
Career Growth: "Accelerated growth" is a core pillar—employees have access to cross-functional project work, formal training, quarterly feedback, and development conversations. Teams include engineering, data science, operations, sales, and customer service.
Work Model: Hybrid– offices in Chicago, Dallas, San Francisco, Northwest Arkansas (including Frisco, TX; Rogers, AR), Monterrey (MX), Netherlands, and others. Many roles (e.g., Logistics Specialist, Account Manager) are listed as hybrid.
Total Rewards: Competitive compensation, health insurance, family planning, wellness, personal time off, mental health benefits.
People & Team: Described as "friendly, smart, passionate individuals from every walk of life." Many employees come from top tech and logistics companies (e.g., Amazon, Walmart, C.H. Robinson, Uber).
Impact: "The potential to change the industry is huge," and employees are motivated by the positive impact on communities and the challenge of moving the world’s goods.
Employer Rating: 3.0/5.0 on LinkedIn (155 reviews), with Work-Life Balance at 3.2, Compensation at 3.0, Culture at 3.0, and Career at 2.8. Recent departures include several senior directors (Feb–Mar 2026) but headcount is still growing.
Active Job Postings: 68 open positions as of mid-2026, with a +54.5% increase in postings year-over-year.

About Uber Freight

Company Overview

One-liner: Uber Freight is a premier logistics partner that unifies managed transportation and multi-modal capacity in a shared operating model, leveraging advanced technology and one of North America’s largest carrier networks.
Entity Type: Private (wholly owned subsidiary of Uber Technologies, Inc.)
Headquarters: Chicago, Illinois, United States
Founded: 2017
Founders: Spun out of Uber Technologies; key leadership includes Lior Ron (co-founder of Uber Freight, departed) and current CEO (not publicly listed).

Core Business

Primary industry: Transportation, Logistics, Supply Chain, and Storage
Target customers: B2B – specifically enterprise shippers (1 in 3 Fortune 500 companies), mid-market companies, and carriers. Serves industries including automotive, chemical, construction, CPG, food & beverage, manufacturing, packaging, and retail.
Mission statement: To lead the pace of logistics to move the world’s goods, redefining logistics by combining one of the largest multimodal carrier networks with cutting-edge technology and managed transportation expertise.

Products & Services

Uber Freight TMS (Transportation Management System): A SaaS platform that draws on freight activity across thousands of shipper networks with decades of accumulated data. It provides predictive signals for routing, capacity, and risk management, allowing teams to act earlier rather than react.
Multi-modal Solutions: Turn capacity across modes (truckload, LTL, intermodal, etc.) into governed programs aligned with network priorities. Helps shippers protect cost and service targets as conditions change.
Managed Services: A single operating layer that aligns procurement decisions, daily execution, and freight settlement. Financial outcomes, service targets, and carrier accountability stay coordinated across the shipment lifecycle.
Network Intelligence & Carrier Network: Access to one of North America’s largest multimodal capacity networks, with 18 million total shipments annually and 1.8 billion transactions annually. Customers benefit from network-level patterns translated into market insights.

Market Standing

Valuation/Market Cap: Not publicly disclosed (subsidiary of Uber Technologies, Inc., which had a market cap of ~$170B as of mid-2026). Prior funding rounds: $500M Series A (Oct 2020, led by Greenbriar Equity Group) and $550M Private Equity Round (Nov 2021).
Key Metric: Annual Revenue of $925.5M (2026 estimate); total funding of $1.05B.
Notable Investors/Partners: Greenbriar Equity Group, Nvidia (backing), Zeev Ventures, and other institutional investors.
Growth Signals:
- Manages $17B+ in freight under management.
- Saves customers $1B annually; 98% customer retention; average customer tenure of 8.5 years.
- Headcount of 2,637 (+3.7% YoY growth).
- Active in 42 countries with offices across North America, Europe, and Mexico.
- Acquired Transplace in 2021 (a major logistics acquisition) and Leancor.

Competitive Advantages

Network scale: One of the largest multimodal carrier networks in North America, processing 18M shipments and 1.8B transactions annually.
Data moat: Decades of accumulated freight data from thousands of shipper networks, providing predictive intelligence and market insights that competitors cannot easily replicate.
Uber ecosystem: Backed by Uber’s technology, brand, and talent pool, with access to cross-functional expertise in mobility, data science, and platform engineering.
End-to-end solution: Unique combination of TMS, managed services, and multi-modal capacity under a single operating model—unlike fragmented competitors.
Customer stickiness: 8.5-year average tenure and 98% retention rate, indicating deep integration into customer supply chains.

Strategic Focus

Unified orchestration: Moving beyond siloed tools to a single system that governs planning, procurement, capacity, and execution in real time.
Volatility management: Building systems that see risk earlier, adapt in motion, and protect performance as conditions change (e.g., supply chain disruptions).
AI and automation: Leveraging data and AI (including partnership with Nvidia) to deliver predictive signals and autonomous decision-making for shippers and carriers.
Expansion: Continued geographic and service line expansion (e.g., intermodal, cross-border Mexico/Canada, managed services).
Sustainability: Optimizing routes and modes to reduce carbon footprint and improve efficiency (implied by network intelligence capabilities).

Sources

Job description

About the Role

Basic Qualifications

About Uber Freight

EEOC

Why work at Uber Freight

Application questions